Customer Service Representative – Law Enforcement Communication Center (Remote, 3rd Shift)

Colorado Department of Revenue; Lakewood (CO); Remote; USD 40,000 - 55,000; Full time

Job summary

A government department in Lakewood is seeking a Customer Service Representative to support law enforcement by providing accurate information regarding driver and vehicle data. The ideal candidate has strong experience in customer service and excellent typing skills. Working hours are Monday-Friday with occasional weekends. This role emphasizes teamwork and a commitment to public service.

Benefits

Health insurance

State benefits

Qualifications

• Three years of relevant experience in a call center or customer service environment is required.
• Proficiency with data reporting is preferred.
• Must maintain a clear background check.

Responsibilities

• Provide assistance to criminal justice agencies by analyzing records.
• Research vehicle hold files for law enforcement.
• Modify records to indicate surrender of a Colorado credential.

Skills

Detail orientation

Excellent customer service skills

Typing skills

Education

Experience in a call center or customer service environment

Tools

Google Sheets

Microsoft Excel

Job description

Overview

The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect.

The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work. For more exciting information about the Department of Revenue, please enjoy this brief video !

Description Of Job

The purpose of the Motor Vehicles Investigations Unit (MVIU) within the Department of Motor Vehicles is to investigate and prevent fraud concerning the use of driver’s licenses, identification cards, motor vehicle titles and registrations, and other motor vehicle documents issued by the department. Also assist victims of identity theft by means of such documents.

We’re hiring a detail oriented and resourceful individual to be our Customer Service Representative in our Law Enforcement Communication Center! This role serves Coloradans and Colorado law enforcement by ensuring information is accurate and delivered in a timely manner. You will research large databases to retrieve driver and vehicle information based on requests from law enforcement and government agencies, while using excellent customer service skills to interact with individuals. This role requires extensive typing skills to ensure detailed data is input correctly and completely. If you’re passionate about assisting law enforcement in completing their duties to the best of their abilities, then this job may be for you!

Responsibilities

Primary Duties

• System research –

• Provides assistance to criminal justice agencies by analyzing records and providing verification of driving status, restraint actions and vehicle registration information.
• Provides automobile dealer information for law enforcement.
• Researches and performs searches of driver and registration files from various systems.

Dossier Retrieval –

• Reviews requests for Colorado DMV images.
• Follows procedures and guidance to provide Colorado Dossier (photo/fingerprint/signature) documents to law enforcement and governmental agencies.

Record Management –

• Modify records to indicate surrender of a Colorado credential to another state.

Vehicle Holds –

• Research vehicle hold files for various law enforcement, customers, and local and State government staff.
• Remove and add vehicle holds as appropriate.

Schedule

This position generally works Monday-Friday 10:30am-6:30 pm, working rotating weekends each quarter. This position is designated as an essential employee personnel. Training for this position will be conducted during the second shift which is 2:30pm-10:30pm. The definition of essential personnel is: “Required to report without delay or interruption to provide essential or emergency services to ensure health, safety, and welfare.”

Residency Requirement & Qualifications

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description DATA SPECIALIST (G2D4XX)

Minimum Qualifications Experience Only: Three (3) years of relevant experience in a call center or customer service environment

OR

Education and Experience: A combination of related education and/or relevant experience in a call center or customer service environment equal to three (3) years

NOTE: If submitting a transcript, certification or other relevant materials, candidates may redact information that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.

Preferred Qualifications The following are preferred but not required for this position:

• Experience with pulling and reporting data
• Proficiency with Google Sheets and Microsoft Excel
• State experience in a customer service role
• Typing 35-40 WPM
• Written communication
• Work experience with confidential/sensitive information

Special Qualifications:

• Must be willing and able to cover other shifts due to absences, both scheduled and unexpected.
• Must be willing and able to work day or night including weekends, holidays and during inclement weather.
• Must maintain a clear background check in order to maintain CCIC operator authority.

Conditions Of Employment

With the CDOR, employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence.

As a condition of employment with the CDOR, all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.

Pursuant to the Universal Driving Standards Policy, any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a safe driving record and a valid driver license prior to driving any State-owned vehicle.

To Be Compliant With The New Fleet Vehicle Policy, Motor Vehicle Records (MVRs) Will Be Pulled For Review For Workers Who

• Have an assigned State fleet vehicle
• Are required to operate a vehicle as part of the position
• Utilize a State fleet vehicle as a pool vehicle

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application, to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use “see resume” or “see attached” statements on your application.
• Cover letters and resumes will not be accepted in lieu of the official State of Colorado online application. Part-time work experience will be prorated.
• Recommended attachments: Resume, Cover letter (Optional if Manager is requesting them)
• List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment.
• Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.
• The eligible list established from this posting may be used to fill additional vacancies.

Email Address All correspondence regarding your status in the selection/examination process will be conducted via email. Please set up your e-mail to accept messages from “state.co.us” and “[e-mail]” addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

APPEAL RIGHTS An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at [e-mail] within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.

For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director’s Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov/board-rules .

Supplemental Information

Equity, Diversity, and Inclusion Compliance The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities. The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA inbox, [e-mail] .

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.

If Not Applying Online, Submit Application To If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader). Paper applications must be received via email to [e-mail] by the closing date and time of the application period listed on this announcement.

Methods Of Appointment Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.

Step Pay ProgramPer the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification’s pay range based on completed years in their current class series.